Job Description

Foveo Client Care Specialist / Funeral Streaming Support Expert

Reports to:

Client Success Manager

Department:

Client Care

Location:

Remote/Hybrid (with occasional on-site training)

Employment Type:

Part-time

Position Summary

The Foveo Client Care Specialist is the front line of support for funeral homes and families using Foveo's funeral live streaming platform. This role combines

technical expertise, compassionate client service, and proactive problem-solving

to ensure every streaming experience is seamless, dignified, and supportive of the families we serve.

As a Funeral Streaming Support Expert, you will guide funeral directors and staff through setup, monitor live services, troubleshoot technical issues in real time, and provide empathetic post-service care. You will also play a critical role in building trust with our partners by anticipating needs, offering training, and helping them maximize the value of Foveo's services.

Key Responsibilities:

Client Care & Relationship Management

Serve as the primary point of contact for funeral homes, directors, and staff using Foveo. Provide calm, professional, and compassionate client care under time-sensitive and emotionally sensitive circumstances. Build long-term relationships with funeral homes by delivering consistent, reliable service and guidance. Assist in onboarding new clients, including platform walkthroughs, account setup, and workflow training.

Technical Support & Live Monitoring

Support funeral home staff in setting up streaming equipment (cameras, encoders, microphones, network connections). Monitor live services remotely to ensure quality and reliability, intervening quickly if issues arise. Troubleshoot real-time issues including audio/video sync, connectivity, camera configuration, and streaming stability. Maintain up-to-date knowledge of Foveo platform features, firmware updates, and best practices.

Training & Enablement

Train funeral home staff and videographers on Foveo workflows, best practices, and troubleshooting basics. Create and update support documentation, FAQs, and quick-start guides. Share feedback with product and engineering teams to improve platform usability and reliability.

After-Service Support

Ensure recordings are properly processes, archived, and accessible to funeral home partners and their client families. Respond promptly to follow-up inquiries regarding access, playback, or recording distribution. Collect client feedback after services and identify opportunities for service improvements.

Qualifications

Required

Experience in

technical support, AV/streaming, or IT helpdesk

roles. Strong empathy and customer service orientation, ideally in

sensitive or service-focused industries

(funeral, healthcare, hospitality, or similar). Proven ability to

troubleshoot technical issues calmly and clearly

in real time. Excellent verbal and written communication skills. Comfortable with live streaming tools, video conferencing platforms, and AV equipment. Flexible availability, including evenings, weekends, and holidays (as services may be scheduled outside of standard business hours).

Preferred

Familiarity with

funeral service environments

or prior experience supporting clients in grief-related contexts. Hands-on knowledge of streaming hardware (e.g., smartphones, tablets, PTZ cameras, encoders, etc.), software (e.g. Cloudflare, Zoom, YouTube, etc.) and protocols (RTMP, SRT, etc.). Bilingualism (English + French or Spanish) is an asset.

Core Competencies

Technical Agility:

Quickly understands new systems, identifies problems, and implements solutions.

Compassionate Service:

Balances professionalism with empathy, ensuring grieving families and funeral staff feel supported.

Reliability Under Pressure:

Remains calm, clear, and resourceful during live service troubleshooting.

Communication & Clarity:

Explains technical steps in simple terms, adapting to the client's comfort level.

Team Collaboration:

Works closely with Foveo operations, product, and sales teams to deliver a seamless client experience.

Performance Metrics

First-response time and resolution rate for support requests. Streaming uptime and service success rates. Client satisfaction scores (funeral homes & families). Number of successful client onboardings and trainings delivered. Contribution to knowledge base and internal process improvements.

Why Join Foveo?

At Foveo, we believe funeral live streaming should be

simple for staff, refined for families, and meaningful for guests.

As part of our Client Care team, you'll not only solve technical problems--you'll help create moments that connect families across distances during life's most important occasions.

Job Type: Part-time

Pay: $18.00 per hour

Expected hours: 8 - 20 per week

Benefits:

Casual dress Flexible schedule On-site parking Work from home
Application question(s):

Are you legally authorized to work in Canada? You will be required to provide proof of a valid work permit, permanent residency, or Canadian citizenship before being invited for an interview.
Language:

English (required)
Location:

Nepean, ON K2R 1C6 (preferred)
Work Location: Hybrid remote in Nepean, ON K2R 1C6

Application deadline: 2025-08-23
Expected start date: 2025-09-09